The player from Venezuela is experiencing difficulties withdrawing his winnings due to ongoing account verification. The case was successfully resolved.
Pinnacle Casino - Player’s struggling to complete the account verification.
Amount: €87,000
Pinnacle Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.8
Pinnacle Casino has a Safety Index of 8.8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Good morning,
I am currently having problems with Pinnacle's KYC verification system. A week ago I requested my refund, after several days waiting, I was asked to send documents again to re-verify my Pinnacle account. (I have been a Pinnacle customer for over 4 years and had already completed the KYC process).
I have sent the requested documents but for some unspecified reason, the address document is rejected.
I have sent documents that meet all the requirements, in fact, the last document I sent is a proof of address issued yesterday by the government. The test itself includes a QR code that takes you to the government database and displays the document.
I don't know what else I can do, I need your help.
Thank you!
Automatic translation:
Public
Public
2 years ago
Dear LeoGZ,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that a missing Proof of Address seems to be the only obstacle standing between you and your winnings? Could you please confirm that the disputed amount and currency are the right ones?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Hi Petronela,
Thanks for your answer.
I have submitted several proofs of address but for some unspecified reason they are rejected by Pinnacle.
I have submitted two bank statements and proof of government tax address. These documents are all less than 3 months old and are legible.
the amount and currency are correct, they are winnings generated both in the Casino and in sports betting.
I also confirm that I have previously withdrawn several times and that I have already passed the KYC process before.
Automatic translation:
Public
Public
2 years ago
Thank you very much, LeoGZ, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
2 years ago
Translation
Hello Petronela and Tomas,
Finally, after several weeks, the KYC process was completed and the payment has been processed and received.
Thank you very much for your help!
The case can be closed.
Automatic translation:
Public
Public
2 years ago
Helo LeoGZ ,
Thank you for your patience, Tomas is not available, so I took your case. I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
Public
Public
2 years ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
Public
Public
2 years ago
Hi There
Thank you for contacting Pinnacle Casino
Apologies for delay in replying.
After reviewing the account in question we have found that player was contacted, as his IP showed different countries, on some of territories of which are restrictions on certain games, therefore our team requested additional documents.
Documents which our team received were reviewed 2nd of June, however there was POA missing, therefore these were declined.
ID and POA were verified on 3rd of June, after that player completed additional step for verification and was fully verified on 9th of June.
Kindly note there there are not restrictions placed on your account
Have a great day
Pinnacle Casino Representative
Public
Public
2 years ago
Translation
Hi Jozef,
It is right. Finally, after several weeks, the KYC process was completed and the payment has been processed and received.
Thank you very much for your help!
The case can be closed.
Automatic translation:
Public
Public
2 years ago
Hi LeoGZ.
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards, Jozef
